Shreya Dhawan
Lead Service Designer at Harmonic Design
As a lead service designer at Harmonic Design in Atlanta, GA, Shreya has excelled in steering numerous client engagements infused with her creativity and commitment to positively impacting businesses, consumers, and society.
With a decade of experience as a practicing design professional, her work is deeply rooted in understanding organizational systems and dynamics to create an environment that thrives on creative problem-solving using service design. A trained service designer, Shreya is a frequent author in Service Design Network’s leading journal, Touchpoint, and a recognized thought leader dedicated to actively building service design communities of practice.
She has also spearheaded critical Harmonic initiatives, such as developing the summer internship program and leading the journey management capability.
Shreya Dhawan
Lead Service Designer at Harmonic Design
As a lead service designer at Harmonic Design in Atlanta, GA, Shreya has excelled in steering numerous client engagements infused with her creativity and commitment to positively impacting businesses, consumers, and society.
With a decade of experience as a practicing design professional, her work is deeply rooted in understanding organizational systems and dynamics to create an environment that thrives on creative problem-solving using service design. A trained service designer, Shreya is a frequent author in Service Design Network’s leading journal, Touchpoint, and a recognized thought leader dedicated to actively building service design communities of practice.
She has also spearheaded critical Harmonic initiatives, such as developing the summer internship program and leading the journey management capability.
Sessions
Integrating Journey Management for Real Impact
Journey management holds the promise of transformation, but its value doesn’t come from tools or maps alone. To create enduring/lasting change, organizations must weave journey practices into the systems, relationships, and decision-making that drive day-to-day work.
In this hands-on workshop, we'll build on our talk/we'll explore how integration really happens in organizations. We’ll identify the touchpoints where journey management can connect with existing practices, strengthen partnerships across functions, and drive continuous learning that leads to measurable outcomes.
For who
CX leaders, product managers, and service design leaders ready to move toward embedding practices that create lasting business value.
Key takeaways
A broadened view of how journey management integrates beyond mapping into strategy, operations, and governance.
Tools to spot integration points and tailor practices to your organization’s needs.
Practical methods to demonstrate impact, secure stakeholder support, and sustain momentum.
Design leadership
Journeys & ecosystems